Frequently asked questions
We believe that most misunderstandings in the world could be avoided if we just asked the right questions. Hopefully the following section will help you better understand the way we do things at The Nordic Archives. If there is anything not adressed here, or you still have questions or concerns, please contact us at firstname.lastname@example.org.
WHY HAVEN’T I RECEIVED MY ORDER CONFIRMATION EMAIL?
If you didn’t receive an order confirmation email, don’t place a new order until you are sure the order didn’t go through. Otherwise you may end up with a duplicate order. Please contact our customer service department at email@example.com to verify if we have received your order.
HAS MY ORDER BEEN SENT YET?
Within 24 hours after we receive your order, we ship it, on every working day. Orders received on weekends or holidays are shipped next business day.
WHAT IS THE DELIVERY TIME?
The normal delivery time is 1 respective 8 working days from the day the order was placed depending on where in the world you are located. The following delivery time is provided by our logistical partner:
Norway – 1 to 2 working days.
Europe – 2-6 working days.
World – 4-8 working days.
WHAT IS THE FREIGHT COST?
A freight cost is added to each order. The freight cost depends of the number of products in the shipment and where you want the parcel delivered.
Please note that Nordic Archives does not charge you any additional fee besides the actual cost for shipping. Our shipping cost might change if our logistical partner changes their prices.
IS ANY ADDITIONAL HANDLING COST ADDED TO MY ORDER?
No. Nordic Archives does not charge you any additional handling for your order.
WHERE WILL THE PARCEL BE DELIVERED?
Your products will be sent directly to your home address. Larger shipments must be collected at your local post-office.
WHAT HAPPENS IF I DON’T PICKE UP GOODS AT THE POST OFFICE
If we receive packages that have not been collected at the post office, we reserve the right to charge you for all our costs that appear when handling your order and shipment. An invoice will be sent to you. Settlement of the invoice shall be within 10 days.
CAN I EXCHANGE THE PURCHASED PRODUCT TO ANOTHER ITEM?
Unfortunately, it is not possible to exchange products. If you require a different product than the one you purchased, you will need to place a new order online.
WHAT SHOULD I DO IF A PRODUCT IS DAMAGED OR I HAVE RECEIVED A WRONG PRODUCT?
We want all our customers to receive high quality products. If the product you have received is damaged or you have received a wrong product, please contact our customer service at firstname.lastname@example.org.
Please include as many details as possible in your email as well as a picture of the product showing the defect.
CAN I RETURN A PRODUCT – AND WHAT IS REFUNDED?
You may change your mind within 14 days of receiving your items. You must notify us before the 14 days if you want to return your order. Please Contact us on e-mail; email@example.com if you want to return a product.
Have the items been used in excess of what is normal in order to examine them, you will be held liable for the decrease in value of the items the use has caused. Where applicable we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. The refund will be paid back to the credit card used to pay for the order within 14 days of receiving the notification or the model withdrawal form.
However, the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.
The shipping expenses for returning an order are not covered by us, and must be paid by you, and must also be arranged by yourself.
The items are your responsibility until they reach our warehouse. Please make sure you pack the return safely to prevent any damage to the products or boxes. Make sure the product’s original packaging is intact. Please keep receipts and tracking numbers as proof of sending the items back.
HOW DO I RETURN AN ITEM
1. Notify us within 14 days that you want to make a return
2. Send your items and the original packaging back to us within 14 days from your
3. The return shipment cost must be paid by you, and is not covered by Nordic Archives.
4. You will receive your refund within 14 days after we receive the notification. However, the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.
5. If the items are not received in their original packaging and in the same condition as you received it a deduction can be made in your refund similar to the decrease of the value of the items
Our return address is:
The Nordic Archives
PO BOX 144 Torshov
WHO PAY FOR THE RETURN SHIPPING COST?
The return shipment cost must be paid by you, and is not covered by Nordic Archives.
WHAT DO I DO IF RECIVING A DAMAGED OR FAULTY ITEM?
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us at: firstname.lastname@example.org.
If you send us an e-mail, please include as many details as possible including your order number as well as some pictures if there is something wrong with one of the products.
If something is wrong with the product, your claim should be sent to us as soon as possible from the time that you notice the problem. You cannot claim that anything is wrong with the product after 14 days from it was delivered to you.
If your claim is valid we will of course cover your shipping expenses for returning the item to us. Please provide us with documentation for your expenses.
The items are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent (any further) damage to the products or boxes. And please keep receipts and tracking codes as a proof of sending the items back.
HOW MUCH IS REFUNDED IF I HAVE RECEIVED A DAMAGED OR FAULTY ITEM?
If applicable we will give you a full refund of the purchase price, including shipping charges for the items that you return to us. The refund will be paid back to the credit card used to pay for the order within 14 days of receiving the notification. However, the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.
I HAVEN’T RECEIVED YOUR NEWSLETTER?
It is probably because your email software is treating mails from us as spam mails and therefore sending them to your spam folder! To solve this problem, please add email@example.com to your email address book and you should be able to receive our newsletter.
If this doesn’t solve the problem, maybe you have typed a wrong email when you signed up with us. Try to sign up again.
WHAT CURRENCIES DO YOU ACCEPTED IN THE WEBSHOP?
Products can be purchased in NOK, USD, EURO
HOW CAN I PAY?
U.S. businesses can accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club.
Australian, Canadian, European, Hong Kongese, Japanese, and Singaporean businesses can accept Visa, MasterCard, and American Express.
CAN I CHANGE OR CANCEL MY ORDER?
It is possible to cancel your order if it hasn’t been sent. Contact us at firstname.lastname@example.org and we will help you. It is not possible to change your order once it has been shipped. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method.
If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded.
Couldn’t find what you were looking for? Please contact us with any other questions, comments, complaints, concerns, or inquiries you may have. We strive to answer all inquiries within 24 hours.